I don't have a question - I want to complain about the EU service outage yesterday that meant that my users couldn't submit forms all day.

Yesterday was the closing date for the form I have up on Jotform; the outage meant that our users couldn't submit, that our staff were hassled with phone calls about why the form wasn't working, and that we have had to extend the closing date, which is not ideal. 

An email informing customers that their form isn't working would be both sensible and polite; failing to let customers know there is a problem with their account when these things can be time-sensitive is not exactly best practice. 

Customers expect better from paid-for services.

We do apologize for the inconvenience this has caused you. We encountered a server problem on our EU server which caused the issue. As this was a major issue, fixing the problem was our top priority. Sorry if we have failed to inform you regarding this.